Front Office Manager at Enashipai Resort & Spa

Front Office Manager at Enashipai Resort & Spa – Enashipai Resort & Spa Kenya Job Details

Primary Duties and Responsibilities:

• You will report to work on time as per the Front Office Rota, clean and in the right uniform.
• You will do morning/afternoon briefs with the front office team about check in/out, VIPs & VVIPs and conferences/team building of the day and all other operations concerns.
• You will ensure that the guests get outstanding service.
• You will follow up on guests complains book everyday and make sure any request /complain has been met before the end of the shift and escalation process followed
• You will operate the department with budgeted guidelines
• You will pre-allocate rooms according to guest request
• You will reconfirm all arrivals with the reservation to ensure that only the expected guests are checked in.
• In conjunction with the receptionist on duty you will assist to prepare for arrivals by confirming ready rooms with the housekeeping supervisor.
• You will ensure that guests feel welcome and comfortable at the check in lobby
• You will be expected to have knowledge of the modes of payments account name, exchange and billing rates, types of cheques and currencies acceptable by the company
• You will make a proper hand over of shifts which will include pending issues to be followed and ensure all shift check list are properly and accurately filled.
• You will oversee all cashier drops and ensure that they are correct.
• You will liaise with the reservations in head office to ensure all necessary write ups for the next day bookings are received before 12pm
• You will confirm the stock taking of front office equipment/items every 15th of the month including guest room key cards and share accurate records
• You will liaise with reservations in head office to ensure all necessary write ups for the next day bookings are received before 12pm.
• You will oversee the checking out of guests by ensuring that all pending bills are correctly attached and paid, hotel items and room key cards are returned. For those with credit facilities, you will ensure they sign their invoice and depart with a copy of the invoice,and the invoice book control recorded.ETR receipts should be accompanied with copies of the guest’s bills.
• You will ensure that the department has all the necessary operating materials by making requisition well in advance.
• You will ensure the GROs send out the revinate emails daily.
• You will oversee that the desk is kept clean and tidy
• You will attend to all front office meetings and training sessions
• You will adopt sales attitude at all times and maintain awareness of all sales opportunities within the department.
• You will be expected to be honest and trustworthy all times and abide by the hotel house rules,vision,mission and values.
• You will oversee the operations of the giftshop and the Museum
• You will ensure daily guest feedbacks are collected and sent out to the duty manager on daily basis.
• You will keep track on the Revinate feedbacks
• You will attend to guests’ problems/complaints and forward those that you cannot handle to your FO Manager or Duty manager
• You will be expected to do rotational job within the Front Office department from time to time as assigned by the management within your knowledge and abilities

Key Competencies:

• Proven experience as a Front Office Supervisor in a hotel
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Proficiency in Opera system
• Strong organizational skills and attention to detail
• Ability to handle stressful situations and resolve conflicts.
• Flexibility to work various shifts including night shift.

Academic Qualifications:

• Diploma / Degree in Hospitality Management or related field preferred.

Experience:

• MUST have at least 2 years’ experience in a 4 -5 star hotel.
• MUST have a working knowledge of Opera system.